The trust of its customers is one of the most valuable assets a business has—and one of the easiest to lose. Even small missteps in communication, service or delivery can quickly damage a company’s reputation.

From failing to follow through on promises to ignoring online feedback, brands that overlook key trust-building behaviors risk losing both their customers’ loyalty and their own long-term credibility. Here, Business Journals Leadership Trust members share common ways businesses unintentionally erode trust, along with practical advice for building stronger relationships with customers.

Neglecting online reputation management.

Brands that fail to manage their online reputations risk trust erosion among their most valuable target audiences. Today, marketing is a two-way street. Customers talk to us online through social media, review and rating platforms, websites, and more. Brands must hold up their end of the deal, providing thoughtful and timely responses to positive and negative comments. That’s how relationships are built in real life and online.

Read this article originally published in bizjournals.com